Senior Technical Support Manager
About the role
The Senior Tech Support Manager leads a team of technical support specialists responsible for resolving complex customer issues across all product lines. This role is accountable for achieving operational and customer experience goals, including SLA attainment, case quality, backlog management, customer satisfaction, productivity, and employee development. The Senior Tech Support Manager oversees workload distribution, escalations, quality assurance, workforce planning, and continuous process improvement to ensure efficient and effective service delivery. This role partners closely with Engineering, Product, QA, and other cross-functional teams to resolve customer-impacting issues, drive root-cause analysis, improve product stability, and enhance the overall customer support experience.
Responsibilities
- Team Leadership & Development: Lead, coach, and develop a high-performing Tier 2 technical support team by establishing clear performance expectations, driving accountability to service, quality, and productivity goals, and executing training and succession plans that enhance technical expertise and career growth.
- Operational Excellence: Own Tier 2 operational performance, including SLA attainment, customer satisfaction, quality, productivity, backlog health, employee engagement, and Clover PracticePay service commitments. Drive continuous improvement through performance monitoring, workload optimization, and data-driven decision-making.
- Performance Analytics & Quality Assurance: Analyze support trends, operational metrics, and quality audit results to identify risks, implement corrective actions, ensure resolution accuracy, and deliver measurable improvements in customer and business outcomes.
- Resource & Workforce Management: Optimize team productivity and customer response times through workload forecasting, capacity planning, resource allocation, and development